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Sustainability 2018, 10(5), 1350; https://doi.org/10.3390/su10051350

Smart Automation, Customer Experience and Customer Engagement in Electric Vehicles

School of Management, Wuhan University of Technology, Wuhan 430070, China
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Received: 18 March 2018 / Revised: 17 April 2018 / Accepted: 23 April 2018 / Published: 26 April 2018
(This article belongs to the Section Economic, Business and Management Aspects of Sustainability)
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Abstract

A major challenge to cleaner and more sustainable transportation is the lack of adoptability of electric vehicles (EVs) by customers. Therefore, most of the vehicles we see on the road use fossil fuel instead of sustainable green energy sources. One way to improve customer acceptance is to market EVs as a socially desirable product, rather than only environmentally friendly. The silver lining to promote is the potential of information and communications technology (ICT) features in EVs, which can lead to a deeper connection between the EVs and their users. These engaging technologies can bring customers closer to the company, resulting in generating big data, which can lead to even deeper insights into customer preferences. Because the technology of vehicle connectivity and automation is just taking off, it is important to understand how these technologies in EVs can enhance customer experiences and result in sustainable customer engagement. Unfortunately, this important research area remains neglected. This research, therefore, is focused on building a conceptual framework for understanding the influence of electric vehicle (EV) automation and connectivity on customer experience, and ultimately, customer engagement. View Full-Text
Keywords: customer experience; customer engagement; electric vehicles; automation; connectivity customer experience; customer engagement; electric vehicles; automation; connectivity
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This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited (CC BY 4.0).
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Ullah, A.; Aimin, W.; Ahmed, M. Smart Automation, Customer Experience and Customer Engagement in Electric Vehicles. Sustainability 2018, 10, 1350.

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